Job Description:

• We are looking for a customer service professional who is passionate about delivering great customer experience across the business, and is able to influence key stakeholders to imbibe the culture of doing the right thing for the customer. You understand what factors make a great customer experience, and are able to build an ecosystem and practices that enable wow experiences and drive customer retention.

Qualifications:

Graduate in any discipline. MBA Preferred

Roles & Responsibilities:

• Responsible for building and implementing Customer Experience Strategy and Frameworks for a B2B ecommerce software business
• Engage different parts of the business (Marketing, Sales, Delivery and Support) to ensure that all customer touch points are evaluated and enhanced, leading to a seamless and consistent customer journey
• Map out Customer Journeys
• Build Customer Experience Models basis stratification of customers, and customer segments for enterprise businesses
• Create and monitor measurement criteria for Customer Experience. Analyse and Publish reports.
• Define and implement interventions and corrective action plans required to bridge gaps to improve CX. Create action plans to address gaps
• Build a culture of Customer First across all parts of the business, and conduct regular workshops to ensure alignment from various stakeholders
• Work with Business and HR to come up with recommendations to improve hiring criteria, training and include CX in performance management
• Has a good understanding of Language interventions and culture training that will be required to improve the skills of the front ending staff (Developers, Customer Support, Technical Leads)
• Keep abreast with latest trends in the CX industry

Essential Skills:

• Impeccable communication skills (verbal and written)
• 5 – 7 experience in building and implementing Customer Experience Strategy and Frameworks
• Have sound understanding of factors that influence customer experience and build action plans to improve Customer Satisfaction
• Have hands on experience in building customer journeys across various channels and touch points for an Enterprise Business
• Demonstrate deep understanding of Customer Satisfaction metrics and measurement